Quality Analyst | CEBU

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX:

• Competitive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

• Coaches and develops all the assigned representatives
• Coordinates the phone, email and live chat interactions with the data from the servicing system to ensure that the customer receives timely, accurate, and complete information
• Act as a resource and advisor to the account and the team through various forms of contact monitoring to ensure that agents are adhering to policies and procedures when meeting customers' needs and requirements
• Acts as a resource and advisor to the training department through identifying training deficiencies, trends, gaps and additional needs, through performing various forms of call monitoring
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Minimum of 2 years in college, preferably a bachelor’s degree
• At least 2 years of relevant experience as a Quality Officer in a BPO setup preferably in the Travel and Hospitality line of business
• Excellent verbal communication skills in English language is essential.
• Experience of working with customers
• Experience leading, inspiring and motivating others to meet goals and metrics.
• Strong Analytical skills; Able to tell a story with data and metrics (experience in handling CSAT/NPS/VOC/other related metrics)
• Willingness to work on shifting schedules, including weekends and holidays, as required by 24/7 support operations.
• Works well in ambiguity and embraces the adventure!